In an environment where the customer is becoming less receptive to direct marketing strategies and especially regarding telemarketing, companies should focus on developing business opportunities with customers at the moment the customer contacts the company.
Cross-selling and upsale models are aimed to bring business opportunities through service interactions. However, customer teams are not able to develop this activity and require tools to help them to identify opportunities and properly manage the transition from a service call to the sale and development of it.
Each day, thousands of interactions between companies and customers are produced through different contact points. The moment in which the customer contacts the company is when that customer is more receptive to listen to certain messages.
There is a great opportunity to develop the business on the basis of current customers if we are able to turn a service interaction into a sales opportunity.
Service 2 Sale integrates the abilities of the Interactions of the Real Time Suite of Nice to business processes, by incorporating:
Business rules based on the context of the interaction, incorporating the relevant contact information to the business strategy and marketing.
Ease in the transition, assisting the agent in conversation with the customer and incorporating their answers in the decision-making
Determination of what to offer, based on the segment and customer profile, profile of the agent, the interaction context and marketing strategy
Realization of the offer, offering alternatives to the agent to choose according to different criteria
Generation of the order, assisting information which is necessary to complete after the sale’s process, optimizing the time of interaction and the cost of the sale